Job Title

Dear CandidateGreetings from TCS !!!TCS has been a great pioneer in feeding the fire of young Techies like you. We are a global leader in the technology arena and there's nothing that can stop us from growing together.Role: Incident ManagerLocation: ChennaiExperience Range: 8 to 12 yearsJob Description:Desired Competencies:- Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, and customers. - Actively listening and accurately paraphrasing technical information, simplifying it, as necessary, for all bridge participants to understand the status of the incident resolution or service restoration. - Provides point of contact for process related questions or issues and facilitates process related meetings such as daily operations, Incident governance and review, Change Advisory Board, Problem Review Board, etc. - Maintaining control of bridge conference calls while handling Major incidents and audits diplomatically. - Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement. - Process engineering, along with presenting operational and service level reports and explaining service level support available. - Compiles, analyzes and reports statistical data and trends relating to service level compliance (SLA adherence) and operational effectiveness to assist with eliminating reoccurring issues. - Facilitates standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, etc. - Effective written and verbal communication skills with the ability to successfully influence and negotiate with the client / vendors to ensure positive outcome in the delivery of service. - Excellent customer service, conflict resolution, facilitation and executive presentation skills required. - Self motivated and capable of leading technical and business lines - Ability to create and document processes. - Must be ready to support with 24x7 operations (Rotational Shifts)Good To Have:- Preferring ITIL & Service Operations certified - Experienced in Infrastructure projects - Documentation skills - Clearly articulation & written skills